Returns, Refunds & Quality Guarantee
Every custom sign, lightbox, and display graphic undergoes strict quality inspection and illumination testing before leaving our manufacturing facility in Asia. If your order arrives damaged in transit or experiences a manufacturing defect, we provide fast, direct after-sales support.
1. Order Changes & Cancellations
- Before Proof Approval: Before you confirm and approve your digital proof (while your order has not yet entered workshop production), you may contact us at any time to modify dimensions, replace artwork files free of charge, or cancel your order for a 100% full refund.
- In Production: Once you approve the digital proof, our workshop immediately begins cutting custom metal/acrylic profiles or printing your graphics. At this stage, orders cannot be canceled or modified.
2. Custom Products Policy (Custom Signs, Lightbox & Printed Graphics)
Because custom storefront signs, illuminated letters, lightbox graphics, and large-format prints are fabricated exclusively to your custom drawings and cannot be resold, we do not accept no-reason returns for a change of mind or for typos/errors already present in customer-approved artwork.
Factory Quality Guarantee (Free Replacement or Refund): If your custom product arrives with shipping damage, print errors, or the wrong product, please contact us within 3 days of delivery. Upon verification, we will rush a free replacement or issue a full refund for the defective item (in most cases, you do not need to ship heavy damaged items back to our factory in Asia):
- The finished product shows obvious print errors, missing text, or major dimensional discrepancies compared to your final approved digital proof;
- Internal LED strips or power drivers in illuminated letters or lightboxes fail to light up properly or have electrical faults upon initial power-on testing;
- Display frame hardware arrives broken or with missing key components that prevent normal assembly;
- Rough international transit damages the wooden crate or outer packaging, scratching acrylic panels or soiling the graphics. If you receive the wrong product, contact us within 3 days of delivery and we will arrange a free remake or refund.
3. Non-Custom Standard Hardware & Accessories
For standard, unprinted hardware and accessories (such as universal mounting screw kits or blank standard display bases) that are brand-new, unopened, unused, and in their original packaging, you may contact support within 14 days of delivery to request a return. This 14-day return applies only to unused standard hardware. Shipping damage, print errors, or a wrong product are not covered by this 14-day window — they are covered by the 3-day Factory Quality Guarantee in Section 2 above. Return shipping costs are the responsibility of the buyer. Please contact customer support first to obtain confirmation before sending anything back — we will provide the contact details and return address of our After-Sales Returns Department. Do not ship items back without prior confirmation.
4. How to Submit a Claim in 3 Simple Steps
- Keep Packaging & Take Photos: Retain the original shipping carton/crate and waybill label. Take clear photos or a short video showing: (a) the damaged outer packaging and a close-up of the tracking label, (b) the full product, and (c) close-ups of the defect or fault.
- Email Our Support Team: Within 3 days of delivery, send your Order Number, a brief description of the issue, and the photos/video to hello@signcrisp.com (or submit them via our Contact Page).
- 12-Hour Fast Response: Our engineering support team will verify your claim within 12 hours and arrange a free priority remake/replacement or refund.